Just a suggestion ( dont know if this is the correct forum so i do appolize advance)
Currently with an Agent 1 in chat > which lead to remote to show work flow error etc for an 1 - hours explaining and then suddenly while talking
Agent (is offline)
Agent (has disconnected)
Agent (has left the conversation)
This session has been transferred to the General queue
Thank you for your patience. Your request is important to us, and our next avaiable representative will assist you as soon as possible
(waited 30 min hoping that agent would reconnect) it repeats 5 times nothing happens
Okay reach out to Agent 2
Agent 2 would say normal how can they help
As i requested to reconnect with Agent 1, Agent 2 quoted Agent 1 is now offline and can't be reached....
Agent 2 said they take it where agent 1 left off.... , Sure so connected with Agent 2 on remote .... so i told Agent 2 that Agent 1 left off at finding the answer
Agent 2 please start from the start....(but arn't all screenshare recored ?) , Sure another 1-2 hours explaining, trouble shooting, "i'm looking into it now, try this try that" etc and then exactly same thing
Agent 2 (is offline)
Agent (has disconnected)
Agent (has left the conversation)
This session has been transferred to the General queue
Thank you for your patience. Your request is important to us, and our next avaiable representative will assist you as soon as possible
Okay 3 time the charm (9pm)
Agent 3 I explain please connect me to Agent 2
I do thank you Agent 3 that you would like to help but i would not like to explain again the 3rd time just to be disconnected and finding next agent
Please wait 4 hours and Agent 2 would get back to you (1am...)
I ask Agent 3 please explain why this happen
Agent 3 quoted "I understand the frustration, it is the time frame which we ask from our customers, so that in a case if the agent is busy with some other cx, that could be finished soon, reach out to you again."
So to sum it up you talk to an agent for say 1-2 hours just to be accidently disconnect e.g internet / you have to restart you computer/ there network is down and you have to chase down your self to find out whats going on with that last agent to be told wait 4 hours to get a maybe call (wait 4 hours no called till 10 hours later at 12am to say we can book you tomrrow at 9am-12pm.....)
There must be another way to reconnect to the agent who we last was easier then this cause its just caotic (i do appolize Agent 3 for nagging you ...) then having to chase up my self then to say 4 hours .... so is that only till we reach out our self that the agent would get back to us or they will regardless will reach out within 4 hours (cause that never happen to me before and been with 30 + agents with a on going issue) just to chase up again what is the update with the call for them to then say we will call you please book a time slot ..... it jsut never ends
With the on going issue all i get is non stop call and call back next day 9am-12pm and then same booking / call problem have to make another booking 9am-12pm, call was empty on other end, again chat with agent to make another booking, finally got though agent doing trouble shooting "ll get back to you call you same time tomrrow ? ...... there no chase up, no email follow up straight away, no call back in case we missed the call or error / bad line but having to request our self an update
Adobe please fix this UI chat / support system
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